4Who is Virgin Holidays?
Well-known for its long-haul holidays to the USA and the Caribbean, also offers package deals to a whole host of other short- and long-haul destinations, including Dubai, Mexico, Botswana, South Africa and Singapore. From beach breaks and villa holidays to city escapes, travellers can book online, over the phone and at the company’s high street stores.
An accomplished provider of long-haul packages, Virgin Holidays usually provides great customer service. However, the travel company let customers down during the coronavirus crisis.
Virgin Holidays customer ratings
|WRP?||Avg price per day: short haul/long haul
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What's Virgin Holidays like?
Virgin Holidays’ bold and bright red branding is as well-known as the company’s founder, entrepreneur Richard Branson, who claims he started the airline (and subsequent holiday) business because he wanted customers to have amazing experiences. But does Virgin deliver?
Virgin Holidays appears in the results table for four of our surveys – package holidays, city breaks, self-guided tours and villa holidays – and while the company is fairly consistent with decent ratings across the board, Virgin Holidays was simply average when compared with competitors.
Virgin beats a lot of other non-budget companies for its average short-haul holiday price – so at least it won’t rip you off – but customers only rated Virgin package holidays three stars out of five for value for money. In our survey of self-guided tour providers, this rating was a better four stars.
So where does Virgin Holidays fall down? Some customers had gripes over flight delays, one commented: ‘Virgin wants your money but doesn’t care’, and an additional customer was disappointed with their villa. However, when they complained, Virgin ‘sorted it out fast and very fairly’.
However, customer feedback suggests Virgin goes above and beyond when it comes to helping disabled travellers. One family travelling with a disabled son said: ‘Virgin pulled out all the stops to get all the help we required, including getting on and off the plane, the shuttle bus to our hotel having a lift to get our son into the van and our room being suitable for use.’
Did Virgin Holidays refund customers during the coronavirus crisis?
Virgin Holidays did refund, but took its time doing it. Even in September, Virgin Holidays said refunds would still take a maximum of 60 days, despite the legal timeframe being just 14 days.
Should I book with Virgin Holidays?
When it comes to short-haul holidays, Virgin Holidays offer better-value breaks than many of their competitors such as Jet2Holidays and British Airways Holidays. However, the company has a lower customer score, so bear this in mind. We think it’s probably worth paying a little more for a beach break with Jet2Holidays and a city break with British Airways Holidays.
If you’re keen to book a self-guided tour, Inntravel and Trailfinders both do a far superior job. As for a villa break, don’t book with Virgin – choose Jet2Villas instead. Villa Plus scored best in this survey, but it let its customers down during the coronavirus crisis. It wasn’t consistent with its refunds and policies, so Which? stepped in to help consumers.